Mornica Mwende Mbinya
Nairobi
Summary
Dedicated and highly motivated professional with experience in customer service, collections, and immigration consultancy, complemented by a background in full-stack development. Skilled at managing complex processes, resolving issues, and delivering excellent client support. Known for strong communication, problem-solving, and analytical skills, with a customer-centric approach and ability to adapt quickly to new systems.
Overview
4
4
years of professional experience
2020
2020
years of post-secondary education
Work History
Immigration Associate
Uniserv Education
Nairobi
01.2024 - Current
- Manage and assist with Europe visa applications, ensuring compliance with country-specific requirements.
- Support clients in Canada and UK visa processes, providing guidance on documentation and procedures.
- Conduct application assessments and eligibility checks to minimize delays or rejections.
- Guide clients through complicated scenarios, providing solutions and ensuring compliance with immigration rules.
- Maintain accurate records and manage client communication, ensuring timely updates.
- Collaborate with teams to streamline processes and improve overall client satisfaction.
Call Agent
Aventus Technology
Nairobi
05.2023 - 11.2023
- Managed inbound and outbound calls to ensure customer satisfaction.
- Assisted customers with technical support inquiries and troubleshooting issues.
- Documented customer interactions in the CRM system accurately and promptly.
- Collaborated with team members to enhance service delivery processes.
- Resolved customer complaints while maintaining a professional demeanor.
Collection Agent
Ambush Capital
Nairobi
11.2021 - 04.2023
- Maintained accurate records of communications and payment agreements.
- Applied negotiation and collection techniques, including payment plans and settlements, improving recovery rates.
- Built strong client relationships with empathy and professionalism.
- Utilized collection software to track account statuses and actions taken.
Education
Software Engineering
Moringa School
Nairobi Kenya11-2020
Certificate in Computer Packages
KTC (Kibra Town Centre)
Nairobi Kenya03-2020
Kenya Certificate of Secondary Education
St Martin's Kitwii Secondary School
Machakos Kenya11-2018
Tech for Livelihood Program -
KNLS
Nairobi, KenyaSkills
- Customer service and client support
- Visa processing and compliance
- Problem-solving and conflict resolution
- Communication and active listening
- Web development
- Teamwork
- Empathy
- Patience
- Adaptability
- Process improvement
- Negotiation techniques
- Payment processing
Websites
Languages
Swahili
First Language
English
Proficient
C2
Spanish
Elementary
A2
Professional References
1. Lucy Kuria
HR Uniserv Education
Nairobi, Kenya
Phone number: +254726645080
Email: lucy@uniserveducation.com
2. Lameck Ongaki
HOD - Aventus Technology
Nairobi, Kenya
Phone number:+254715029146
Email: lameckongaki@gmail.com
3. Agnes Mawioo
Senior Manager (Immigration Department)- Uniserv Education
Phone Number: +254725416222
Email: agnes@uniserveducation.com
Timeline
Immigration Associate
Uniserv Education
01.2024 - Current
Call Agent
Aventus Technology
05.2023 - 11.2023
Collection Agent
Ambush Capital
11.2021 - 04.2023
Software Engineering
Moringa School
Certificate in Computer Packages
KTC (Kibra Town Centre)
Kenya Certificate of Secondary Education
St Martin's Kitwii Secondary School
Tech for Livelihood Program -
KNLS